2014 Salary Guide
ADMINISTRATIVE
HIRING TRENDS
Worldwide Locations
To Improve
Performance Reviews
How to Set Temporary
Professionals Up for Success
Skills in Demand
Tips for Conducting
Phone Interviews
Info on Raises, Bonuses
and Other Incentives
Administrative Salaries
for North America
Advice for Extending
Job Offers
Flexible Staffing
Solutions
table of
Contents
The Latest Administrative Compensation and Hiring Trends.................1
Understanding the Salary Guide............................................................2
Hiring Trends in the United States..........................................................3
Administrative Salaries – United States..................................................6
Local Market Variances – United States..................................................8
Administrative Salaries – Canada.........................................................12
Hiring Trends in Canada.......................................................................14
Local Market Variances – Canada ........................................................15
Dialing It In: How to Conduct an Effective Phone Interview ................16
Launching Into a Job Offer Candidates Can’t Refuse...........................17
The Keys to Setting Temporary Professionals Up for Success...............18
Effectively Navigating Performance Appraisals...................................19
The Download on Raises, Bonuses and Other Incentives.....................20
Glossary of Job Descriptions ................................................................21
The Benefits of a Flexible Staffing Structure.........................................28
Search No More: OfficeTeam Can Help................................................29
Office Locations.....................................................................................31
All trademarks contained herein are the property of their respective owners.
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The Latest Administrative Compensation
and Hiring Trends
Syncing up with the latest salary trends is key to both attracting top talent to your
organization and encouraging your best people to stay.
To assist our clients with this effort, OfficeTeam has published a Salary Guide every
year since 1996 with the latest information on starting salaries and hiring, retention
and staff management trends. We are now pleased to present our 2014 Salary Guide,
which includes compensation projections for a variety of positions in the administrative
field, based on our research and experience.
We hope you find the guide helpful as you continue building a workforce capable of
meeting your most important business priorities. For additional compensation and
staffing insights, please visit our Salary Center at officeteam.com/salary-center.
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OfficeTeam | 2014 Salary Guide
Understanding the Salary Guide
The 2014 Salary Guide from OfficeTeam is your hot spot for the most comprehensive
and authoritative information on starting compensation and hiring trends in the administrative field. Included are salary ranges for more than 60 administrative positions. You’ll
also find guidance and best practices that you can immediately incorporate into your
hiring efforts.
The figures contained in the guide are based on the thousands of full-time and interim
placements made each year by our staffing and recruiting professionals. Our experts
work with hiring managers and job seekers every day, which gives them unique insight
into compensation trends.
The salary range listed for each position reflects starting pay only. Bonuses and other
forms of compensation, such as retirement packages, are not taken into account.
In addition, the ranges represent national averages. You can adjust them for your
market by using the local variances found on Pages 9-11 for the United States and
Page 15 for Canada.
Information from the Salary Guide is so well-regarded that the U.S. Department of
Labor’s Bureau of Labor Statistics has used it when compiling the Occupational
Outlook Handbook.
Visit officeteam.com/salary-center for more
hiring and compensation resources, including
our Salary Calculator.
According to the U.S. Department of Labor’s Bureau
of Labor Statistics, office and administrative support
positions are projected to have 7.4 million total job
openings between 2010 and 2020, the largest number
among the 24 occupational groups it tracks.
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OfficeTeam | 2014 Salary Guide
Hiring Trends in the United States
Administrative hiring in the United States continues to move in a positive direction.
Companies are filling vacancies and adding new positions to keep up with rising
workloads.
Though the need for talent is growing, employers face recruitment challenges. Strong
applicants may receive multiple job offers. Companies that know exactly what they’re
looking for in prospective employees and can move quickly when they find a match
have an advantage over businesses with lengthy evaluation processes or vague
hiring criteria.
More than half (55 percent) of human resources (HR) managers
surveyed by OfficeTeam said it’s challenging to find skilled
professionals today.
Employers want administrative professionals who can make an immediate impact.
They look for applicants who understand their industries and have a track record of
showing initiative and the ability to collaborate.
Firms seek candidates with the ideal balance of experience and potential for future
advancement. Being comfortable with technology and software is essential, especially
Microsoft Office applications and various social media platforms.
Administrative professionals are expected to be excellent communicators. Businesses
want individuals who are adept at sharing information verbally and in writing with a
variety of audiences. In short, members of the support staff need to know how to talk
to everyone, from customers and colleagues to vendors and top executives. They also
are expected to bring a positive, can-do attitude to each interaction.
To find this talent, many companies are turning to specialized staffing firms for assistance.
The top staffing services have far-reaching networks in the business community and
are able to locate candidates with the best experience, qualifications and work style
for each client. In addition to providing interim workers to address business needs
and special projects, staffing firms are increasingly helping employers with temporaryto-full-time arrangements. This approach allows managers to assess firsthand someone’s work quality and job fit before extending an employment offer.
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OfficeTeam | 2014 Salary Guide
A Closer Look at Hiring • Healthcare sector creating opportunities – The healthcare field continues to
be a driving force in U.S. hiring. An aging population, healthcare reform and the
ongoing transition to electronic medical records are key factors in the creation of
a variety of job openings. Related industries, such as insurance, also are expanding. Administrative staff are needed to help medical practices, hospitals and others
in the sector keep up with increased service demands.
• Companies focusing on fit – Managers are not only looking for candidates who
have the right job skills, they also want to make sure individuals will excel in their
firm’s unique business culture. Employers are carefully evaluating a job seeker’s fit
through targeted interview questions, assessments and, in some cases, temporaryto-full-time arrangements.
• Incentives improving – Employers faced with increased competition for candidates
are reassessing the job offers they extend. Many are raising salaries and offering
more attractive perks and benefits. Some also are using incentives such as flexible
work arrangements, health and wellness programs, and subsidized training to help
set themselves apart from other companies.
Which of the following perks, if any, does your company
either now offer or have plans to offer in the next 12 months?
Subsidized
training or
education
46%
Flexible work
hours or
telecommuting
options
for workers
36%
Formal or
informal
mentoring
programs
34%
Free or
subsidized
snacks or
lunches
Subsidized
gym
memberships
24%
19%
Source: OfficeTeam survey of 604 HR managers in the U.S. and Canada. Multiple responses allowed.
Top responses shown.
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OfficeTeam | 2014 Salary Guide
• HR hiring on an upswing – As companies expand their workforces, they need
HR staff to assist with this growth. Businesses that reduced their HR and recruiting
teams in the downturn, in particular, are now actively seeking new employees in
this area to meet new demand.
• Customer service a priority – To maintain a competitive edge and increase sales,
businesses are focusing on client acquisition and retention. Customer service professionals play a critical role across most industries.
Skills in Demand • Industry-specific knowledge – Each business
sector has its own terminology, software and
emerging trends that take time to master. As a
result, employers aim to reduce the learning curve
by pursuing candidates who’ve already worked in
their field or industry.
• Technical and social media expertise – Administrative professionals
who are adept with Microsoft Office applications such as Word, Excel,
Outlook and PowerPoint remain in strong demand. Businesses also
seek familiarity with social media as they boost their online presence
on sites such as Facebook, Twitter, LinkedIn and Google Plus. Administrative staff may be involved, to varying degrees, with monitoring and
responding to customer feedback in these channels.
• Multitasking skills – Employers need administrative staff who can
switch gears easily when juggling multiple assignments. This requires
excellent organizational and time-management skills, flexibility, and a
positive attitude.
• Strong communication abilities – Because administrative personnel are often the first point of contact for clients, customers and
vendors, it’s critical they display top-notch interpersonal skills and a
service mindset. Multilingual abilities are prized at companies with
global operations or a diverse customer base.
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OfficeTeam | 2014 Salary Guide
Administrative Salaries – United States
2013
2014
% Change
Senior Executive Assistant*
$46,000 - $62,500
$48,000 - $65,000
4.1%
Executive Assistant
$38,750 - $53,250
$40,500 - $55,250
4.1%
Senior Administrative Assistant
$35,500 - $45,000
$36,500 - $47,250
4.0%
Administrative Assistant
$28,500 - $38,500
$29,750 - $40,000
4.1%
Entry-Level Administrative Assistant
$25,750 - $31,500
$26,500 - $33,000
3.9%
Senior Office/Facilities Manager
$42,250 - $57,000
$44,250 - $59,000
4.0%
Office/Facilities Manager
$36,000 - $46,000
$37,250 - $48,000
4.0%
Marketing Assistant
$29,250 - $38,500
$30,250 - $39,750
3.3%
Sales Assistant
$28,250 - $38,000
$29,250 - $39,250
3.4%
Specialized Assistant – Legal
$35,750 - $45,000
$36,250 - $45,750
1.5%
Property Management Assistant
$29,250 - $38,250
$30,250 - $39,500
3.3%
Mortgage Assistant
$28,250 - $36,000
$29,250 - $37,000
3.1%
Claims Processor
$27,250 - $35,500
$28,500 - $36,250
3.2%
Research Administrator
$29,000 - $36,250
$30,000 - $37,250
3.1%
Admissions Assistant
$27,750 - $34,750
$28,750 - $35,750
3.2%
Project Manager
$39,750 - $52,750
$41,500 - $54,250
3.5%
Project Assistant/Coordinator
$29,000 - $42,500
$30,000 - $44,000
3.5%
Logistics Coordinator
$30,750 - $41,500
$31,750 - $42,750
3.1%
Dispatcher
$28,250 - $38,250
$29,000 - $39,500
3.0%
Purchasing Assistant
$30,750 - $38,500
$31,750 - $39,750
3.2%
Document Control Clerk
$25,750 - $33,500
$26,750 - $34,250
3.0%
Proofreader
$36,000 - $52,500
$36,500 - $53,750
2.0%
Presentation Specialist
$42,000 - $54,500
$43,000 - $55,250
1.8%
Office/Facilities Coordinator/Assistant
$27,000 - $36,500
$27,750 - $37,250
2.4%
Office Clerk
$22,000 - $28,000
$22,500 - $28,750
2.5%
Mail Assistant/Clerk
$21,750 - $24,750
$22,250 - $25,250
2.2%
File Clerk
$21,000 - $24,750
$21,500 - $25,250
2.2%
Imaging/Scanning Specialist
$22,000 - $27,250
$22,500 - $28,000
2.5%
Senior Data Entry Specialist
$27,250 - $32,250
$28,000 - $33,250
2.9%
Data Entry Specialist
$22,000 - $28,750
$22,750 - $29,250
2.5%
Senior Order Entry Specialist
$27,250 - $33,500
$28,000 - $34,500
2.9%
Order Entry Specialist
$23,500 - $30,000
$24,000 - $31,000
2.8%
Front Desk Coordinator
$22,750 - $31,250
$23,500 - $32,000
2.8%
Receptionist**
$22,500 - $30,500
$23,250 - $31,250
2.8%
Position Title
Administrative
Office Services
Data Entry
Reception
For a glossary of job descriptions, please see Page 21.
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OfficeTeam | 2014 Salary Guide
2013
2014
% Change
Customer Service Manager***
$38,750 - $53,500
$40,500- $55,500
4.1%
Senior Customer Service Representative
$31,500 - $41,000
$32,750- $42,750
4.1%
Customer Service Representative
$25,000 - $33,000
$25,750- $34,500
3.9%
Call Center Manager***
$39,000 - $53,250
$40,500- $55,500
4.1%
Senior Call Center Representative
$30,750 - $39,750
$31,750- $41,500
3.9%
Call Center Representative
$24,250 - $32,750
$25,250- $34,000
3.9%
HR Assistant
$29,000 - $39,000
$30,250- $40,250
3.7%
HR Recruiting Specialist/Coordinator
$34,250 - $46,500
$35,500- $48,250
3.7%
HR Benefits Specialist/Coordinator
$36,000 - $49,000
$37,750- $50,500
3.8%
Patient Registration/Admissions
Clerk/Enrollment Specialist
$26,750 - $34,750
$27,500- $36,250
3.7%
Insurance Referral Coordinator
$28,750 - $36,750
$29,750- $38,250
3.8%
Insurance Verification Clerk
$28,000 - $36,000
$29,000- $37,500
3.9%
Medical Office Administrator
$38,000 - $54,750
$39,500- $57,000
4.0%
Medical Executive Assistant
$37,750 - $51,250
$39,000- $53,500
3.9%
Medical Secretary/Administrative Assistant
$31,500 - $40,000
$32,250- $42,000
3.8%
Medical Transcriptionist
$31,500 - $40,000
$32,500- $41,500
3.5%
Medical Front Desk Coordinator
$25,750 - $33,000
$26,250- $34,250
3.0%
Medical Receptionist
$24,250 - $31,500
$24,750- $32,500
2.7%
Electronic Medical Records (EMR)
Abstractor/Auditor
$28,750 - $37,500
$30,000- $38,750
3.8%
Medical Records Quality Assurance Specialist
$27,500 - $35,250
$28,250- $36,750
3.6%
Medical Records Clerk
$25,000 - $33,000
$25,750- $34,000
3.0%
Medical Records Scanner
$23,000 - $29,250
$23,750- $30,250
3.3%
Medical Data Entry Specialist
$24,750 - $31,500
$25,500- $32,500
3.1%
Senior Medical Customer Service
Representative
$31,750 - $40,000
$32,500- $42,000
3.8%
Medical Customer Service Representative
$27,000 - $34,750
$28,000- $36,000
3.6%
Surgery Scheduler
$29,750 - $39,000
$30,250- $41,000
3.6%
Credentialing Specialist
$31,750 - $39,750
$32,750- $41,500
3.8%
Dental Scheduler/Receptionist
$26,500 - $35,250
$27,250- $36,500
3.2%
Position Title
Customer Service/
Call Center
Human Resources (HR)
Administrative Healthcare
Notes for salary figures on Pages 6 and 7:
- Add up to 11 percent for expert multilingual abilities.
- Add up to 6 percent for Certified Administrative Professional designation.
- Add up to 8 percent for Microsoft Office Specialist certification.
* Add up to 15 percent for senior executive assistants supporting C-level executives in large companies.
** Add up to 15 percent for receptionists in large companies having more than five years of experience.
*** Add up to 20 percent for customer service managers or call center managers overseeing more than 20 people.
Figures listed on Pages 6 and 7 are average national starting salaries. To calculate the appropriate salary range
for your local market, please refer to Page 8 or contact an OfficeTeam staffing manager.
7
OfficeTeam | 2014 Salary Guide
Local Market Variances – United States
The starting salary ranges provided on the previous pages reflect the national
averages for each position.
To determine the estimated salary range for a position in your area:
• Locate your city’s variance number on Pages 9-11.
• Move the decimal point in the variance number two places to the left.
• Multiply this figure by the low and high ends of the position’s national salary range.
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<
Get a personalized salary calculation at the click
of a button at officeteam.com/salary-calculator!
8
OfficeTeam | 2014 Salary Guide
Alabama
Birmingham............................... 95.0
Huntsville................................... 93.0
Mobile....................................... 86.0
Arizona
Phoenix.................................... 108.0
Tucson...................................... 100.0
Arkansas
Fayetteville................................. 95.0
Little Rock................................... 95.0
California
Fresno........................................ 90.0
Irvine....................................... 124.5
Los Angeles.............................. 125.0
Oakland.................................. 125.0
Ontario.................................... 115.0
Sacramento.............................. 101.5
San Diego................................ 118.5
San Francisco........................... 135.5
San Jose................................... 133.0
Santa Barbara.......................... 121.0
Santa Rosa............................... 110.0
Stockton..................................... 85.0
Colorado
Boulder.................................... 113.3
Colorado Springs....................... 90.5
Denver..................................... 102.8
Fort Collins................................. 92.8
Greeley...................................... 83.8
Loveland.................................... 90.5
Pueblo....................................... 76.0
Connecticut
Hartford .................................. 116.5
New Haven.............................. 112.0
Stamford.................................. 131.0
Delaware
Wilmington .............................. 105.0
District of Columbia
Washington.............................. 130.5
Florida
Fort Myers.................................. 88.0
Jacksonville................................ 93.5
Melbourne.................................. 89.0
Miami/Fort Lauderdale.............. 106.7
Orlando..................................... 98.5
St. Petersburg............................. 94.0
Tampa........................................ 96.5
West Palm Beach........................ 99.5
Georgia
Atlanta..................................... 105.0
Macon....................................... 84.0
Savannah................................... 84.0
Hawaii
Honolulu.................................... 91.0
Source of information on Pages 9-11: U.S. Department of Labor’s Bureau of Labor Statistics and OfficeTeam.
City index figures are reflective of all industries and are not specific to the administrative field. For more information on average salaries in your city, contact the OfficeTeam location nearest you.
9
OfficeTeam | 2014 Salary Guide
Idaho
Boise.......................................... 86.1
Illinois
Chicago................................... 123.0
Naperville................................ 112.0
Rockford..................................... 80.0
Springfield.................................. 91.0
Indiana
Fort Wayne................................. 81.0
Indianapolis............................... 94.0
Iowa
Cedar Rapids............................. 90.0
Davenport.................................. 90.0
Des Moines.............................. 100.0
Sioux City................................... 79.1
Waterloo/Cedar Falls.................. 81.7
Kansas
Kansas City................................ 97.0
Kentucky
Lexington................................... 88.5
Louisville.................................... 91.5
Missouri
Kansas City................................ 97.2
St. Joseph................................... 91.0
St. Louis................................... 100.3
Nebraska
Lincoln....................................... 79.2
Omaha...................................... 95.0
Nevada
Las Vegas................................... 94.0
Reno.......................................... 94.0
New Hampshire
Manchester/Nashua................. 112.0
Louisiana
Baton Rouge............................... 99.0
New Orleans.............................. 99.0
New Jersey
Mount Laurel............................ 115.0
Paramus................................... 130.0
Princeton.................................. 127.0
Woodbridge............................. 126.0
Maine
Portland..................................... 95.0
New Mexico
Albuquerque............................... 89.7
Maryland
Baltimore................................. 103.0
New York
Albany....................................... 97.0
Buffalo....................................... 95.0
Long Island.............................. 135.0
New York................................. 141.0
Rochester................................... 91.7
Syracuse..................................... 90.3
Massachusetts
Boston...................................... 133.0
Springfield................................ 104.0
Michigan
Ann Arbor................................ 100.5
Detroit...................................... 100.0
Grand Rapids............................. 85.0
Lansing...................................... 84.0
10
Minnesota
Bloomington............................. 105.5
Duluth........................................ 79.6
Minneapolis.............................. 105.5
Rochester................................. 100.5
St. Cloud.................................... 82.0
St. Paul..................................... 102.0
OfficeTeam | 2014 Salary Guide
North Carolina
Charlotte.................................. 101.0
Greensboro.............................. 100.0
Raleigh..................................... 104.0
Ohio
Akron......................................... 89.0
Canton....................................... 82.0
Cincinnati................................... 97.5
Cleveland................................... 95.5
Columbus.................................. 96.5
Dayton....................................... 87.0
Toledo........................................ 84.5
Youngstown................................ 76.0
Oklahoma
Oklahoma City........................... 89.7
Tulsa.......................................... 92.0
Oregon
Portland................................... 104.5
Pennsylvania
Harrisburg.................................. 95.0
Philadelphia............................. 115.0
Pittsburgh................................... 96.2
Rhode Island
Providence.................................. 97.0
South Carolina
Charleston................................. 92.0
Columbia................................... 93.0
Greenville.................................. 90.0
11
OfficeTeam | 2014 Salary Guide
Tennessee
Chattanooga.............................. 88.0
Cool Springs.............................. 99.0
Knoxville.................................... 87.0
Memphis.................................... 95.0
Nashville.................................... 98.5
Texas
Austin....................................... 104.0
Dallas...................................... 105.5
El Paso....................................... 70.0
Fort Worth................................ 105.5
Houston................................... 106.0
Midland/Odessa......................... 96.0
San Antonio............................... 98.0
Utah
Salt Lake City.............................. 99.0
Virginia
Norfolk/Hampton Roads............. 93.5
Richmond................................... 98.0
Tysons Corner........................... 130.0
Washington
Seattle...................................... 118.9
Spokane..................................... 82.0
Wisconsin
Appleton.................................... 85.0
Green Bay.................................. 86.5
Madison..................................... 96.0
Milwaukee.................................. 99.0
Waukesha.................................. 98.5
Administrative Salaries – Canada
2013
2014
% Change
Senior Executive Assistant*
$56,000 - $70,750
$58,000 - $74,000
4.1%
Executive Assistant
$46,000 - $59,500
$48,000 - $61,750
4.0%
Senior Administrative Assistant
$42,000 - $52,000
$43,750 - $54,000
4.0%
Administrative Assistant
$34,500 - $44,250
$36,000 - $46,000
4.1%
Entry-Level Administrative Assistant
$31,750 - $37,750
$33,000 - $39,250
4.0%
Senior Office/Facilities Manager
$52,000 - $67,000
$54,000 - $69,750
4.0%
Office/Facilities Manager
$46,500 - $56,250
$48,500 - $58,250
3.9%
Marketing Assistant
$37,000 - $47,250
$38,500 - $48,500
3.3%
Sales Assistant
$35,750 - $45,500
$37,000 - $47,000
3.4%
Specialized Assistant – Legal
$33,750 - $41,500
$34,250 - $43,000
2.7%
Property Management Assistant
$36,000 - $44,500
$37,250 - $45,750
3.1%
Mortgage Assistant
$36,000 - $46,000
$37,250 - $47,250
3.0%
Claims Processor
$29,500 - $35,500
$30,250 - $36,750
3.1%
Research Administrator
$34,000 - $42,750
$35,250 - $43,750
2.9%
Admissions Assistant
$32,500 - $38,750
$33,500 - $40,000
3.2%
Project Manager
$45,000 - $61,000
$46,000 - $63,750
3.5%
Project Assistant/Coordinator
$38,250 - $49,750
$39,250 - $51,750
3.4%
Logistics Coordinator
$37,250 - $47,500
$38,750 - $48,500
2.9%
Dispatcher
$34,500 - $45,500
$36,000 - $46,250
2.8%
Purchasing Assistant
$36,750 - $45,250
$38,000 - $46,250
2.7%
Document Control Clerk
$31,750 - $40,000
$32,750 - $41,000
2.8%
Proofreader
$40,250 - $55,000
$41,750 - $56,000
2.6%
Presentation Specialist
$37,750 - $47,000
$38,250 - $48,750
2.7%
Office/Facilities Coordinator/Assistant
$36,750 - $43,750
$37,250 - $45,250
2.5%
Office Clerk
$28,500 - $34,250
$29,250 - $35,000
2.4%
Mail Assistant/Clerk
$28,000 - $32,750
$28,250 - $33,500
1.6%
File Clerk
$26,750 - $32,000
$27,250 - $32,750
2.1%
Imaging/Scanning Specialist
$27,750 - $32,500
$28,500 - $33,250
2.5%
Senior Data Entry Specialist
$33,250 - $39,000
$34,000 - $40,000
2.4%
Data Entry Specialist
$29,250 - $34,250
$30,000 - $35,000
2.4%
Senior Order Entry Specialist
$33,750 - $42,500
$34,750 - $43,500
2.6%
Order Entry Specialist
$31,000 - $37,750
$32,500 - $38,000
2.5%
Position Title
Administrative
Office Services
Data Entry
For a glossary of job descriptions, please see Page 21.
12
OfficeTeam | 2014 Salary Guide
2013
2014
% Change
Front Desk Coordinator
$33,000 - $38,750
$33,750 - $40,000
2.8%
Receptionist**
$30,500 - $36,500
$31,250 - $37,500
2.6%
Customer Service Manager***
$44,250 - $60,750
$46,750 - $62,500
4.0%
Senior Customer Service Representative
$39,500 - $49,000
$41,000 - $51,000
4.0%
Customer Service Representative
$31,750 - $39,750
$33,000 - $41,250
3.8%
Call Center Manager***
$46,750 - $70,250
$49,250 - $72,500
4.1%
Senior Call Center Representative
$37,250 - $47,000
$39,000 - $48,500
3.9%
Call Center Representative
$29,250 - $37,000
$30,500 - $38,250
3.8%
HR Assistant
$36,500 - $47,500
$38,250 - $49,000
3.9%
HR Recruiting Specialist/Coordinator
$40,000 - $50,500
$41,750 - $52,500
4.1%
HR Benefits Specialist/Coordinator
$41,000 - $51,250
$42,250 - $53,750
4.1%
Patient Registration/Admissions Clerk/
Enrollment Specialist
$33,500 - $42,000
$35,000 - $43,250
3.6%
Medical Secretary/Administrative Assistant
$38,250 - $48,000
$39,500 - $50,000
3.8%
Medical Transcriptionist
$38,750 - $48,000
$40,000 - $49,500
3.2%
Medical Receptionist
$32,750 - $40,250
$33,750 - $41,750
3.4%
Medical Records Clerk
$33,500 - $40,250
$34,500 - $41,500
3.1%
Medical Data Entry Specialist
$31,250 - $38,250
$32,250 - $39,500
3.2%
Dental Scheduler/Receptionist
$34,500 - $42,750
$36,000 - $44,000
3.6%
Position Title
Reception
Customer Service/
Call Center
Human Resources (HR)
Administrative Healthcare
Notes for salary figures on Pages 12 and 13:
- Add up to 15 percent for expert multilingual abilities.
- Add up to 8 percent for Certified Administrative Professional designation.
- Add up to 10 percent for Microsoft Office Specialist certification.
* Add up to 15 percent for senior executive assistants supporting C-level executives in large companies.
** Add up to 15 percent for receptionists in large companies having more than five years of experience.
*** Add up to 20 percent for customer service managers or call center managers overseeing more than 20 people.
Figures listed on Pages 12 and 13 are average national starting salaries. To calculate the appropriate salary range
for your local market, please refer to Page 15 or contact an OfficeTeam staffing manager.
All salaries listed on Pages 12 and 13 are in Canadian dollars.
13
OfficeTeam | 2014 Salary Guide
Hiring Trends in Canada
Employers in Canada are adding administrative staff, but they’re being very deliberate
in their hiring decisions to ensure the best matches for their business culture.
It’s not uncommon for applicants to go through multiple rounds of interviews. This
strategy, though, is starting to shift as competition for the best talent heats up, and
firms realize they must act quickly or risk losing their top prospects.
Many businesses are turning to specialized staffing firms to help find skilled talent.
The temporary-to-full-time option also is gaining popularity because these arrangements give managers the opportunity to work with administrative and office support
professionals on the job before deciding whether to hire them on a full-time basis.
The Skill Sets Employers Are Searching For
• Industry experience – Businesses prefer to hire
applicants who have knowledge of their industries
because these employees can contribute more quickly
when they join the firm. In the healthcare and nonprofit
sectors, for example, there are unique software applications and terminology that candidates without experience in those fields or industries need time to master.
• Adaptability – Companies want administrative staff who learn quickly
and don’t wait to take action if they see something that needs to be
done. Hiring managers look for candidates who are adaptable and
have a record of demonstrating initiative with previous employers.
• Technical know-how – As in most fields today, the administrative
profession requires a solid footing in technology applications. Proficiency
with Microsoft Office applications is a minimum expectation. A growing
number of businesses prefer candidates who also are knowledgeable
about social media and can help their firms monitor industry activity and
post company updates.
• Soft skills – The front-line nature of administrative work means strong
written and verbal communication abilities are crucial. Employers
need support staff who are personable, efficient and adept at problem
solving. These skills are indispensable as administrative professionals
interact with key decision makers, clients and executives.
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OfficeTeam | 2014 Salary Guide
Local Market Variances – Canada
The starting salary ranges provided on Pages 12-13 reflect
the national averages for each position.
To determine the estimated salary range for a position in
your area:
• Locate your city’s variance number below.
• Move the decimal point in the variance number two places
to the left.
• Multiply this figure by the low and high ends of the position’s national salary range.
Alberta
Calgary.................................... 105.1
Edmonton................................ 103.2
British Columbia
Fraser Valley............................... 98.1
Vancouver................................ 103.5
Victoria...................................... 96.2
Manitoba
Winnipeg................................... 90.5
<
Ontario
Kitchener-Waterloo...................... 95.8
Ottawa..................................... 100.2
Toronto.................................... 104.9
Quebec
Montreal.................................. 102.9
Quebec City............................... 89.2
Saskatchewan
Regina....................................... 93.9
Saskatoon.................................. 95.6
<
City index figures are reflective of all industries and are not specific to the administrative field.
For more information on average salaries in your city, contact the OfficeTeam location nearest you.
15
OfficeTeam | 2014 Salary Guide
Dialing It In: How to Conduct an Effective
Phone Interview
After you’ve scanned resumes and selected the most promising
candidates, a brief phone interview can help you narrow the list
of individuals to invite for an in-person meeting. Here are some
tips for getting the most from the conversation:
• Don’t wing it. Before calling, review the candidate’s resume
and cover letter carefully. Note areas where you want clarification or have concerns so you can inquire about them.
Write down the questions you plan to ask.
• Set the stage. Reserve 15 to 30 minutes for each phone interview. Conduct
the calls in a quiet location free of distractions.
• Ease into the conversation. Begin by confirming facts from the applicant’s
resume – previous companies, dates of employment and so on. Then, transition
to questions that require more thought.
• Remain consistent. As much as possible, ask all the candidates you speak to
the same questions. This will make it easier to compare job hopefuls.
• Give it time. Resist the urge to fill the silence when there’s a lull in the conversation. If you wait a beat or two, the job seeker may offer more information.
• Outline the next steps. End the interview by discussing the next steps in the
hiring process.
Sample Phone Interview Questions
• Can you briefly describe your work history and your most notable
accomplishments in previous roles?
• Why did you leave your previous job? (Or, if the candidate is currently
employed: Why are you looking for a new position?)
• What relevant skills or experience can you bring to the job?
• What sort of work environment brings out your best performance?
• What interests you about this position?
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OfficeTeam | 2014 Salary Guide
Launching Into a Job Offer Candidates
Can’t Refuse
It may seem like the hiring process is over once you’ve decided
which candidate you’d like to bring on board. But you need to
boot up for one more important step: extending the job offer.
The way you handle this can make all the difference. Do a poor
job, and you may start the relationship off on the wrong foot –
or even lose the candidate to another opportunity. Here are
some tips:
• Don’t wait. After you make up your mind about hiring someone, extend the offer
immediately. A delay of even a day or two can cost you.
• Call first. Make the job offer verbally by phone so you can alert the candidate
right away. Then, follow up with an official letter or email.
• Lay your cards on the table. Make sure to discuss the pay, benefits and perks.
If you don’t have these details nailed down yet, you’re not ready to make the offer.
• Continue to promote your firm. Don’t just discuss the financial aspects of
the offer. Remind the individual of the benefits of joining your company, such
as flexible work arrangements or training options.
• Stay connected. Remain in touch while a candidate is considering the offer so
you can reinforce your enthusiasm about him or her joining your firm.
• Know how to negotiate. Determine in advance how far you’re willing to go.
You don’t want to get so caught up in negotiations that you lose sight of what’s
appropriate for your organization. Likewise, you don’t want to miss out on a great
prospect over a minor negotiation point.
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OfficeTeam | 2014 Salary Guide
The Keys to Setting Temporary Professionals
Up for Success
Introducing contingent workers into your team requires a
certain amount of planning and preparation. Here’s how to get
them dialed in from the start:
• Involve your staff. Ask your full-time employees to help clarify the workload, noting specific tasks that require attention or
skills that are needed. This way, the entire group understands
the nature of the engagement, how long the assignment will
likely last and what workload relief they can expect.
• Get the workplace ready. Ensure the necessary materials and supplies are there
upon the temporary professional’s arrival, computers have the latest software, and
logon information is provided.
• Create a friendly atmosphere. Arrange for a mini-orientation of the work
area, an overview of general policies and introductions to key team members.
• Communicate often. Touch base regularly with the interim professional so you
can keep track of his or her progress. Encourage the person to ask questions
whenever instructions or expectations are unclear. Also, keep the staffing firm
apprised of how the temporary worker is performing on the assignment.
How beneficial do you consider the following uses of temporary professionals?
To fill in during employee absences
77%
To maintain productivity when not ready to hire full time
74%
To access specialized skills on an as-needed basis
73%
To evaluate prospective full-time employees firsthand
66%
Somewhat beneficial
To alleviate the workloads of full-time staff
Very beneficial
64%
0
10
20
30
40
50
60
70
80
Source: Robert Half survey of 575 chief financial officers (CFOs) from U.S. and Canadian companies that use
temporary professionals. Only CFOs who rated items “somewhat beneficial” or “very beneficial” are shown.
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OfficeTeam | 2014 Salary Guide
Effectively Navigating
Performance Appraisals
Performance reviews can seem like a necessary drudgery of
office life. But managers who invest enough time in the process
can build productive relationships with employees and boost
staff performance throughout the year.
Here are six ways to conduct better performance reviews:
19
1
Choose performance measures with care. Make sure
your evaluation criteria are connected to business goals
and that expectations of employees are reasonable and measurable. Decide on
specific procedures you’ll use to track and monitor progress toward goals.
2
Ask for input. Prior to your meeting, have team members provide written input
about their performance. Allowing them to emphasize achievements they feel
were their most significant sets a positive tone and also can bring to light some
things you may have overlooked.
3
Criticize using specifics. When it’s necessary to highlight an employee’s shortcomings, use specific examples and avoid generalizing. Explain that you want to
work together constructively to identify causes of underperformance, along with
possible solutions.
4
Provide an open forum. Appraisals should be discussions, not lectures. Your
staff will be more open to constructive criticism if they’re encouraged to respond
to your comments. Also let them know your door is always open if they want to
continue talking in the days after the meeting.
5
Don’t rush to check it off your list. Before finalizing an evaluation, allocate
enough time to reflect on the employee’s strengths and weaknesses and factor in
his or her input.
6
Consider more frequent reviews. Instead of limiting yourself to the traditional
annual appraisal, offer your team feedback more often. It can help you provide
more timely (and useful) input.
OfficeTeam | 2014 Salary Guide
The Download on Raises, Bonuses and
Other Incentives
To keep your best and brightest employees, you need to stay ahead of the curve when
it comes to offering fair (and affordable) ways to reward them for their performance.
Here’s a brief look at the most common forms of incentive compensation.
Pay raises are most often permanent increases in wages based on length
of service, superior performance or productivity gains. Bonuses are oneshot incentive payments that are always tied to results – the company’s,
the employee’s or those of the employee’s department. Other common
incentives include profit-sharing plans and stock plans.
Here are some tips to help you avoid instituting policies for raises or other incentives
that people don’t understand or that neither managers nor employees buy into:
• Set clear rules. Key information includes who’s eligible, what they must do to
receive the reward and the size of the reward.
• Quantify targets and goals. Set a specific threshold at which employees are
entitled to receive a reward. A bonus, for example, may be based on how
employees are graded internally: A “5” gives them 100 percent of their bonus
target, a “4” gives 80 percent and so on. Bonuses also may be based on benchmarks. For instance, getting all quarterly reports done within a week of the
following month may trigger a certain bonus.
• Make the goal worthwhile. Gear rewards to the group whose performance you
want to enhance. Think about setting up different rewards for varying levels of
achievement: a 4 percent increase, for example, for an average performer and
8 percent for an exemplary employee.
• Don’t ask for the impossible. Setting lofty goals may sound highly motivational.
But you could end up discouraging employees if they think targets are unattainable. That’s not to say there’s anything wrong with stretch goals, but they should
be achievable.
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OfficeTeam | 2014 Salary Guide
Glossary of Job Descriptions
ADMINISTRATIVE
Senior Executive Assistant – Duties
include those described for executive
assistant, but the position supports the
most senior executives, particularly in
large corporations. A premium is paid
for specific industry expertise. Sensitivity
to confidential matters is required.
Executive Assistant – Performs administrative duties for executive
management. Responsibilities may include screening
calls; managing calendars;
making travel, meeting and
event arrangements; preparing reports
and financial data; training and supervising other support staff; and customer
relations. Requires strong computer and
Internet research skills, flexibility, excellent
interpersonal skills, project coordination
experience, and the ability to work well
with all levels of internal management
and staff, as well as outside clients and
vendors. Sensitivity to confidential matters
may be required.
Senior Administrative Assistant – Duties
include those described for administrative
assistant, but the position requires more
work experience within each function.
Supports senior-level managers and may
supervise other support staff. A premium
is paid for specific industry experience.
Advanced computer skills and the ability to
train others in system usage are preferred.
Administrative Assistant – Performs
administrative and office support activities for multiple supervisors. Duties may
include fielding telephone calls, receiving
and directing visitors, word processing,
creating spreadsheets and presentations,
filing, and faxing. Extensive software skills
are required, as well as Internet research
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OfficeTeam | 2014 Salary Guide
abilities and strong communication skills.
Staff in this category also may have the
title of department assistant, coordinator
or associate.
Entry-Level Administrative Assistant –
Performs a variety of Internet research
functions and uses word processing,
spreadsheet and presentation software.
Duties also include fielding telephone
calls, filing and data entry. May assist
with overflow work from administrative
and executive assistants and fill in for
the office receptionist as needed.
Senior Office/Facilities Manager –
Responsibilities include those described for
office/facilities manager, but the position
requires more extensive experience and
management skills. Duties may include
selecting office vendors and supervising
purchasing processes, directing mailroom
and maintenance staff, and coordinating
regular building safety checks and ergonomics training for staff.
Office/Facilities Manager – Coordinates
various office support services, including
purchasing and facilities management.
Requires strong communication skills
and some accounting knowledge. May
include supervision of office administrative staff. At some companies, this role
may take on HR responsibilities.
Marketing Assistant – Duties include
those described for administrative
assistant, but this position supports a
marketing department exclusively. May
assist both full-time employees and
freelance staff. Additional duties include
helping with trade show and event planning, creating or updating presentation
software files, tracking budgets and
expenses, and communicating with
external creative service providers.
Sales Assistant – Duties include those
described for administrative assistant, but this
position supports a sales
department exclusively.
May assist sales staff
based in remote locations. Additional
responsibilities may include processing
expense reports, coordinating the submission of proposals, planning meetings,
tracking sales progress, troubleshooting
minor technical problems, maintaining
department database records, and
serving as a liaison between traveling
sales representatives and staff based in
the home office.
Specialized Assistant – Legal – Duties
include those described for administrative assistant, but this position supports
a corporate legal department or law firm
exclusively. Additional responsibilities
include assisting lawyers with screening
client calls, typing business correspondence and transcribing dictation. Must
have excellent computer, communication
and writing skills; understand local and
state or provincial rules regarding pleadings and discovery formats, deadlines,
and filing requirements; be familiar with
court structures, vendors and other legal
resources; and have basic knowledge of
legal terminology.
22
duties. Strong organizational, communication and computer skills are required.
Customer service, data entry and multitasking skills are preferred.
Claims Processor – Provides administrative support in a claims department.
Reviews insurance claims for accuracy
and completeness before processing
and submitting them to the claims examiner. Strong data entry, communication
and computer skills are required. Thorough knowledge of the insurance industry
is preferred, as is previous experience.
Research Administrator – Conducts
research and gathers documentation in
order to compile comprehensive reports.
Extreme attention to detail and strong
Internet and other skills are required.
Admissions Assistant – Duties include
those described for
administrative assistant,
but this position supports
an admissions department
at an educational institution. Additional duties include drafting
and distributing student mailings, filing
student information, scheduling appointments and processing transcript requests.
May assist in coordinating student
orientations. Strong verbal and written
communication, customer service, and
data entry skills are required.
Property Management Assistant – Duties
include those described for administrative
assistant, but this position supports a
property management company exclusively. Assists with reviewing lease contracts and
tracking work orders and rent increases.
Responsible for administrative support
and landlord/tenant relations, as well as
accounts payable functions.
Project Manager – Responsibilities
include those described for project
assistant/coordinator, but the position
requires more extensive experience and
management skills. Oversees all aspects
of the planning, implementation and
tracking of projects. May supervise a
team of project assistants/coordinators.
Mortgage Assistant – Responsible for
preparing loan documents for review.
May distribute signed contracts and
organize loan files. Also may perform
clerical, administrative and sales support
Project Assistant/Coordinator – Works
with internal and external parties to initiate and run major projects. Coordinates
schedules and activities, placing orders
for supplies and services, and tracking
OfficeTeam | 2014 Salary Guide
progress and results. Requires excellent
communication skills and extensive knowledge of database and project management software. Often reports to product
development, project management or
marketing executives.
internal and external presentations for
organizations. Also may edit material and
provide basic instruction to presenters.
Strong design sense and organizational
skills are required.
Logistics Coordinator – Responsible for
the logistical processing of customer orders,
including coordination with vendors, sales
staff, customer service representatives,
billing representatives, warehouses and
shippers. Arranges shipments. Some
experience in purchasing, inventory
control, transportation and warehousing
functions is needed. Computer proficiency also is required.
OFFICE SERVICES
Dispatcher – Schedules and dispatches
workers, equipment or service vehicles to
carry materials or passengers. Records
information on each call and prepares
detailed reports on all activities occurring
during the shift. Communication skills
and the ability to work under pressure
are important.
Purchasing Assistant – Creates, processes and tracks purchase orders. Maintains
records of orders and inventory and follows
up with vendors on shipment and delivery.
Requires strong verbal communication,
organizational and time management skills.
Document Control Clerk – Responsibilities include controlling the
incoming and outgoing
documentation process
and maintaining files and
project reports. Also may
route orders, organize indexes and track
shipping practices.
Proofreader – Edits copy to ensure
proper grammar, spelling, syntax and style.
Requires an eye for detail, an ability to use
standard proofreading marks, and excellent knowledge of grammar and style.
Presentation Specialist – Uses Microsoft
PowerPoint and other software to create
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OfficeTeam | 2014 Salary Guide
Office/Facilities Coordinator/
Assistant – Supports the
office/facilities manager
in various office administration duties, including facility and general
maintenance services. Requires strong
communication abilities, as well as
computer and data entry skills.
Office Clerk – Performs basic clerical
tasks. Operates standard office equipment.
May require computer and data entry skills.
Mail Assistant/Clerk – Sorts and distributes incoming and outgoing mail. Operates
manual and electronic mailing equipment.
Interacts with courier companies.
File Clerk – Performs clerical tasks, such as
arranging letters, memoranda, invoices and
other indexed documents according to an
established system. Operates office equipment and completes general office work.
Additional duties may include answering
telephones and data entry.
Imaging/Scanning Specialist – Sorts and
prepares documents for imaging. Scans
and verifies documents and indexes
images. Must have knowledge of document imaging/scanning hardware and
software, as well as experience creating
electronic copies of documents. Experience with Microsoft Office and document
creation software such as Adobe Acrobat
is required.
DATA ENTRY
Senior Data Entry Specialist – Duties
include those described for data entry
specialist, but the position requires more
experience. Prioritizes and batches material for data entry. Completes information
analysis for procedures and reports. Must
have knowledge of technical material
and the ability to train and supervise
others and be capable of high-volume
data entry.
Data Entry Specialist – Inputs information quickly and accurately from a variety
of sources into a computer database.
May take customer orders and enter
them into a tracking system.
Senior Order Entry Specialist – Duties
include those described
for order entry specialist,
but the position requires
more experience. Manages order entry activities
for the organization. Works with shipping
and manufacturing partners to schedule shipments to customers. Resolves
customer order issues and assists with
training new employees.
Order Entry Specialist – Duties similar
to those described for data entry specialist,
but the position involves more customer
interaction by phone or email. Checks
inventory and provides shipping and
pricing information. Tracks an order
from its placement until the product is
received. Good communication, computer,
typing and alphanumeric data entry skills
are required.
RECEPTION
Front Desk Coordinator – Manages
the company’s lobby area. Greets and
directs all visitors, including vendors,
clients, job candidates and customers. Ensures completion of paperwork,
sign-in and security procedures. Handles
special administrative projects, as well
as overflow work from other assistants.
Depending on the size of the firm, also
may answer incoming calls.
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OfficeTeam | 2014 Salary Guide
Receptionist – Greets visitors and
performs general administrative duties. Handles
incoming calls and may
operate a switchboard.
Also may assist other
administrative staff with overflow work,
including word processing, data entry
and Internet research tasks.
CUSTOMER SERVICE/
CALL CENTER
Customer Service Manager – Hires,
trains and manages members of the
customer service department. Resolves
escalated or difficult issues regarding
client complaints and other matters. Evaluates team performance. Works closely
with managers in other departments on
updating policies and procedures for
client service. Some employers require an
associate or bachelor’s degree or several
years of relevant experience.
Senior Customer Service
Representative – Duties include those
described for customer service representative, but the position requires stronger work
experience for each function. Additional
duties may include resolving customer
complaints, managing database records,
drafting status reports on customer service
issues and supervising staff.
Customer Service Representative –
Receives and places telephone calls.
Maintains solid customer relationships
by handling questions and concerns with
speed and professionalism. Performs data
entry. Also may require research skills to
troubleshoot customer problems. Excellent communication abilities and data
entry skills are essential.
Call Center Manager – Hires, trains
and manages call center employees.
Responsible for reviewing, implementing and improving call center policies
and procedures. Tracks call volume and
quality and prepares reports for company
management. Some employers require
an associate or bachelor’s degree or
several years of relevant experience.
Senior Call Center Representative –
Duties include those described for call
center representative, but the position
requires more work experience. Additional
responsibilities may include proactive
communication with customers and clients,
upselling existing accounts, managing
database records and supervising staff.
Call Center Representative – Duties
at an inbound call center
include responding to
customer inquiries,
processing orders and
routing calls to appropriate departments. Responsibilities at an
outbound call center include contacting
businesses or individuals, describing
products or services, and obtaining
customer information and leads. Handles
a high volume of calls, usually leveraging
an autodialer system. Performs data entry,
maintains customer databases and logs
calls. Excellent communication, customer
service and alphanumeric data entry skills
are required.
HUMAN RESOURCES (HR)
HR Assistant – Screens telephone calls,
schedules interviews, researches the
Internet to locate potential job candidates,
scans resumes, assists with planning new
employee orientations, compiles materials
and maintains employee database records.
Strong computer skills are required, as is
sensitivity to confidential matters.
HR Recruiting Specialist/
Coordinator – Duties include internal
and external posting of open positions,
evaluating candidates to ensure they meet
company hiring standards, and prepar-
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OfficeTeam | 2014 Salary Guide
ing offer letters. Additional responsibilities may include overseeing applicant
tracking and conducting recruiting
analysis. Also may assist with other HR
department projects. Strong computer,
communication, interpersonal and organizational skills are required.
HR Benefits Specialist/Coordinator –
Assists with the operational management
of domestic health and welfare benefit
programs, 401(k) plans, the Registered
Retirement Savings Plan (RRSP), and
the Human Resources Information
System (HRIS). Helps register employees
for benefit plans, serves as the primary
contact for benefit-related questions
or complaints, and works directly with
vendors to resolve issues. Strong computer, communication, interpersonal and
organizational skills are required.
ADMINISTRATIVE HEALTHCARE
Patient Registration/Admissions Clerk/
Enrollment Specialist – Interviews incoming patients prior to admission to gather
demographic, insurance and emergency
information. Ensures completion of
paperwork, sign-in and security procedures. Explains hospital policies, prepares
and distributes patient identification
bands, and arranges for transportation
to assigned hospital rooms. Additional
duties may include collecting copayments, answering phones, assisting family
members, and conducting research for
prior hospitalization records and account
folders. Sensitivity to confidential matters
is required.
Insurance Referral Coordinator –
Serves as a liaison between insurance
and healthcare providers to ensure
required referrals have been processed
correctly for medical specialty visits. Must
have a solid understanding of insurance
procedures and a working knowledge of
medical terminology and coding. Knowledge of medical billing is a plus.
Insurance Verification Clerk – Provides
support to medical billing
staff. Clarifies and verifies details of insurance
coverage with private or
government carriers and
offers information to patients before
medical services are provided. Obtains
insurance authorization for medical
procedures, tracks physician referrals and
provides necessary details to billing staff.
The position involves heavy phone interaction and demands top customer service
and problem-solving skills in working with
physicians, claims processors, medical
billers and patients.
Medical Office Administrator – Oversees the day-to-day management of
a healthcare practice. Responsibilities
include hiring and managing staff, developing a business plan, interacting with
insurance companies, handling contracts,
and attending seminars to remain current
with rules and regulations. Manages all
accounts receivable functions and the
budget for the office/department.
Medical Executive Assistant – Performs
administrative duties similar to those of
an executive assistant but for medical
executives, including C-level hospital
executives, department chairs and senior
administrators. Knowledge of software
programs and medical terminology is
required. Previous experience in project
coordination and writing (for grant and
proposal processes) may be necessary.
Taking dictation and synchronizing handheld devices with office computers may
be requested.
Medical Secretary/Administrative
Assistant – Performs duties similar to
those of an administrative assistant but
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OfficeTeam | 2014 Salary Guide
in a hospital, medical office or healthcare-related industry, such as insurance.
Familiarity with medical terminology,
claims management and filing procedures often is required. This position calls
for frequent interaction with vendors and
patients. Sensitivity to confidential matters
is required.
Medical Transcriptionist – Listens to
tapes recorded by medical staff and
types information exactly as stated into
computer files. May use standard word
processing software or customized
databases. Requires solid knowledge of
medical terminology, spelling and abbreviations, as well as exceptional typing
speed (70+ words per minute) and
accuracy. Some healthcare organizations
may seek candidates with backgrounds in
a specialized area.
Medical Front Desk Coordinator –
Greets and directs all
visitors, including patients,
representatives, job
candidates and customers. Ensures completion of paperwork, sign-in and security
procedures, and scheduling of patients. In
larger organizations, acts as the lead for
all front desk staff (including receptionists
and/or schedulers), coordinates schedules
for the front desk, assists in managerial
tasks and serves as the initial contact in
problem resolution.
Medical Receptionist – Greets visitors,
handles incoming calls, schedules appointments and performs general administrative
duties in a healthcare facility. Must be familiar with medical terminology. Sensitivity to
confidential matters is required.
Electronic Medical Records (EMR)
Abstractor/Auditor – Extracts key
data from patient records and enters
a summary of this information into
electronic files. Reviews scanned records
to verify information has been correctly
transferred and saved.
Medical Records Quality Assurance
Specialist – Audits medical records to
ensure patient information, treatments and
diagnoses are accurately classified using
the International Classification of Diseases,
Ninth Revision (ICD-9)/ICD-10, Current
Procedural Terminology (CPT) and/or
Healthcare Common Procedure Coding
System (HCPCS).
Medical Records Clerk – Supervises,
plans and evaluates the work of clerical
staff engaged in medical record processing activities. Duties include the initiation
of medical charts, completion of insurance
forms and death and birth certificates, transcription of dictated medical records, and
retrieval of medical charts. Must possess
strong knowledge of medical terminology
and procedures, as well as the legal aspects
of medical record administration.
Medical Records Scanner – Sorts and
prepares medical records for conversion to electronic format. Scans records,
verifies they are imaged correctly and
accurately indexes images. Must have
knowledge of electronic medical record
imaging/scanning hardware and software, as well as experience creating
electronic copies of documents.
Medical Data Entry Specialist – Enters
alphanumeric information into computer
system. Stores, retrieves and updates
files. Completes information analysis for
procedures and reports. Requires knowledge of medical terminology, software
systems and filing procedures.
Senior Medical Customer Service
Representative – Duties include those
described for medical customer service
representative, but the position requires
stronger work experience for each
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OfficeTeam | 2014 Salary Guide
function. Additional duties may include
communicating with patients and providers via telephone, email or regular mail;
managing database records; drafting
status reports on customer service issues;
and supervising staff.
Medical Customer Service
Representative – Duties include receiving and placing telephone
calls. Answers questions
from patients and providers
with speed and professionalism. Performs data
entry and uses software programs.
May also require research skills to
troubleshoot patient problems. Excellent
communication abilities are essential.
Surgery Scheduler – Arranges patient
and physician schedules for surgical
procedures. Reserves operating rooms
and schedules support staff. Requires
strong computer skills, sensitivity to
confidential information and excellent
communication abilities.
Credentialing Specialist – Under supervision, coordinates the
credentialing procedure by
compiling and processing
applications in compliance
with federal, state, provincial, program and regional requirements.
Ensures consistent documentation and
accuracy of physicians’ credentials. Strong
computer skills and knowledge of medical
terminology required. Those with Certified
Provider Credentialing Specialist (CPCS)
designation are preferred.
Dental Scheduler/Receptionist – Greets
patients, schedules appointments, handles
incoming calls and performs general
administrative duties in a dental practice.
Requires computer knowledge and excellent communication skills.
The Benefits of a Flexible Staffing Structure
A flexible staffing plan that uses a combination of full-time
employees and highly skilled interim professionals can help
your firm staff up or down in response to business demand.
This approach also introduces a variable-cost component into
an otherwise fixed-cost labor structure, which can help you
guard against overstaffing and layoffs.
Contingent workers are available at all experience levels and
can supplement a company’s core team whenever and for as
long as necessary. These professionals can be engaged to fill staffing gaps, manage
projects and serve as technical experts.
The percentage of people in today’s labor force working on a temporary or project
basis is rising. This is a boon for companies, which are able to take advantage of the
in-depth knowledge and experience these individuals possess.
Here are some of the advantages of making temporary professionals a permanent
part of your staffing mix:
• You can adjust staffing levels to the ebb and flow of business cycles, keeping
overhead costs under control.
• You can ease the work burden on employees who may already be spread too
thin because of rising business demands or additional duties.
• You can handle projects outside the expertise of current staff members.
• You can engage high-level specialists with skills not available in-house.
• You can increase job stability for full-time employees.
• You can reduce recruiting time if you identify a longer-term need.
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OfficeTeam | 2014 Salary Guide
Search No More: OfficeTeam Can Help
Robert Half is the world’s leading specialized staffing service.
Our OfficeTeam division specializes in placing administrative
professionals on a temporary and temporary-to-full-time basis.
Some of the key benefits we can offer your business include:
• The best people – Few things are as costly for companies
as discovering too late that they’ve hired the wrong person.
We can help you make the right match the first time to keep
your business running at full capacity.
• The complete job – Companies, especially small businesses, don’t always have
the time and resources it takes to locate and attract the best talent. Our staffing
professionals have the expertise to do it all for our clients: personal interviews,
technical skills evaluations, reference checks, soft skills assessments and evaluation
of the suitability of our candidates’ fit with your work environment.
• The right people, right now – Our staffing specialists are trained to make
efficient matches – professionals who can start right away to help you get the
job done with minimal downtime.
• In-demand talent – We attract top job candidates by offering them access to the
best job opportunities, as well as skills enhancement courses to expand their career
options. As a result, we can help you bring on board the hard-to-find talent you
need most.
• High-tech, high-touch approach – We use the latest technology to present
candidates with the right skills more rapidly to clients. But we aren’t limited to
e-solutions. We believe personalized, tailored service is a key ingredient to
successful recruiting.
• The best reputation – For 65 years, our parent company, Robert Half, has
developed and refined the ability to read the job market in all kinds of economic
conditions to offer sound advice and outstanding candidates.
Contact OfficeTeam at officeteam.com or 1.800.804.8367 to learn more about
how we can assist with your staffing needs.
29
OfficeTeam | 2014 Salary Guide
Browse Our Other Resources
In addition to our annual Salary Guide, OfficeTeam offers
the following resources:
• OfficeTeam Salary Center – This one-stop resource
at officeteam.com/salary-center provides a
detailed analysis of current hiring and compensation
trends based on our industry-leading research. You
also can access our Salary Calculator there.
• Motivating Your Team: 25 Ways to Increase Employee
Engagement – A disengaged staff can have a significant negative
effect on productivity, customer service levels and retention. This
guide offers tips to inspire workers. You can download it at
officeteam.com/employer-free-resources. • Social media – Follow us on Twitter, Facebook, Google Plus and LinkedIn
for more management, career and workplace advice. Check out our
YouTube channel for informative and entertaining videos about hiring
and the workplace. 30
OfficeTeam | 2014 Salary Guide
Office Locations
UNITED STATES
ALABAMA
Birmingham
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Tucson
ARKANSAS
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CALIFORNIA
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Los Angeles – LAX
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Rancho Cordova
Riverside
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San Diego
San Francisco
San Jose
San Mateo
Santa Barbara
Santa Clara
Santa Rosa
Stockton
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OfficeTeam | 2014 Salary Guide
Torrance
Visalia
Walnut Creek
Westlake Village
Westwood
Woodland Hills
HAWAII COLORADO
Chicago
Fairview Heights
Gurnee
Hoffman Estates
Naperville
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CONNECTICUT
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DISTRICT OF
COLUMBIA
Washington
FLORIDA
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IDAHO
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Indianapolis – Downtown
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Merrillville
IOWA
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Fort Lauderdale
Fort Myers
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Jacksonville
Miami – Downtown
Orlando
St. Petersburg
Tampa
West Palm Beach
KANSAS
GEORGIA
MARYLAND
Alpharetta
Atlanta – Buckhead
Atlanta – Galleria
Atlanta – South
Gwinnett
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Savannah
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KENTUCKY
Lexington
Louisville
LOUISIANA
Baton Rouge
New Orleans
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MASSACHUSETTS
Boston
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Burlington
Cambridge
Danvers
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Westborough
MICHIGAN
Ann Arbor
Dearborn
Grand Rapids
Kalamazoo
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Troy
MINNESOTA
Bloomington
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Minneapolis
Minnetonka
St. Cloud
St. Paul
MISSOURI
Creve Coeur
Kansas City
St. Louis
NEBRASKA
Omaha
NEVADA
Las Vegas
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NEW HAMPSHIRE
Manchester
Nashua
Portsmouth
NEW JERSEY
Bridgewater
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Red Bank
Rutherford
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NEW MEXICO
Albuquerque
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NEW YORK
Albany
Brooklyn
Buffalo
Hauppauge
New York – Midtown
New York – Wall Street
Queens
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Union Square
Uniondale
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NORTH CAROLINA
Chapel Hill
Charlotte
Charlotte – South
Greensboro
Raleigh
OHIO
Akron
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Canton
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Cleveland
Columbus
Dayton
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OKLAHOMA
Oklahoma City
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OREGON
Beaverton
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PENNSYLVANIA
Harrisburg
Hermitage
King of Prussia
Lehigh Valley
Moon
Philadelphia
Pittsburgh
Reading
Trevose
Wexford
RHODE ISLAND
Providence
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OfficeTeam | 2014 Salary Guide
SOUTH CAROLINA
Charleston
Columbia
Greenville
Spartanburg
TENNESSEE Chattanooga
Knoxville
Memphis – Downtown
Memphis – East
Nashville – Cool Springs
Nashville – Downtown
TEXAS
Austin
Dallas – Downtown
Dallas – Galleria
El Paso
Fort Worth
Houston – Clear Lake
Houston – Downtown
Houston – Galleria
Houston – Northwest
Houston – Westchase
Houston – The Woodlands
Irving
Midland/Odessa
Plano
San Antonio – Alamo Heights
San Antonio – Colonnade
UTAH
Salt Lake City
Thanksgiving Point
VIRGINIA
Alexandria
Dulles
Norfolk
Richmond – Downtown
Richmond – West
Tysons Corner
WASHINGTON
Bellevue
Federal Way
Lynnwood
Seattle
Spokane
WISCONSIN
Appleton
Madison
Milwaukee
Waukesha
International Offices
AUSTRALIA
Brisbane
Melbourne
Mount Waverley
Perth
Sydney
BELGIUM
Antwerp
Brussels
Charleroi
Ghent
Groot-Bijgaarden
Hasselt
Herentals
Liège
Roeselare
Wavre
Zaventem
CANADA
Alberta
Calgary – Downtown
Calgary – Suburban
Edmonton
British Columbia
Burnaby/Richmond
Fraser Valley
Vancouver
Ottawa
Toronto
Vaughan
FRANCE
Aix-en-Provence
Lille
Lyon
Massy
Paris
Paris – La Défense
Stade de France
Versailles
GERMANY
Berlin
Bonn
Cologne
Düsseldorf
Essen
Frankfurt
Freiburg
Hamburg
Mannheim
Munich
Stuttgart
Wiesbaden
THE NETHERLANDS
Winnipeg
Amsterdam
Eindhoven
Rotterdam
Utrecht
Ontario
SWITZERLAND
Manitoba
Brampton
Burlington
Kitchener-Waterloo
Markham
Mississauga
North York
Zurich
Corporate Office
2884 Sand Hill Road
Menlo Park, CA 94025 U.S.A.
1.650.234.6000 • officeteam.com
33
OfficeTeam | 2014 Salary Guide
UNITED KINGDOM
Birmingham
Bristol
Edinburgh
Leeds
Leicester
London Central
London West
Manchester
Nottingham
South Coast
1.800.804.8367 officeteam.com
2884 Sand Hill Road
Menlo Park, CA 94025
© 2013 OfficeTeam. A Robert Half Company. An Equal Opportunity Employer. OT-1013